E-commerce Customer Assistant

We offer

• Integration into a solid and growing company.
• Active participation in the development of Maxmat's e-commerce channel.
• A collaborative, dynamic work environment oriented towards continuous improvement.
• Opportunities for professional development and career growth.
• Conditions compatible with demonstrated experience and skills.

Maxmat is looking for an E-commerce Customer Assistant to join its new E-Commerce Team

Main responsibilities

• Provide customer support through different contact channels (telephone, e-mail, chat, and other digital means).
• Monitor the lifecycle of online orders, from purchase to delivery and eventual after-sales.
• Clarify doubts regarding products, availability, payments, deliveries, returns, and warranties.
• Manage complaints and incidents, ensuring a fast and effective resolution, with a focus on customer satisfaction.
• Monitor return, refund, and exchange processes, ensuring compliance with internal procedures.
• Coordinate with Logistics, Stores, Commercial, Carriers, and IT teams to resolve operational incidents.
• Monitor delayed orders or those with incidents, promoting proactive communication with customers.
• Register and track requests through customer support management tools.
• Identify opportunities for improvement in e-commerce processes, contributing to the continuous evolution of the customer experience.
• Monitor performance indicators related to customer support service, such as response times, resolution times, and satisfaction levels.

Reporting directly to the E-Commerce Manager, this person will be responsible for ensuring excellence in customer support service, monitoring the entire online order process and contributing to a simple, fast, and efficient shopping experience.

... is you we are looking for. We look forward to receiving your CV! #Together We Build!